75
Raiffeisen Bank International | Sustainability Report 2017
GRI content index / Assurance statement Engaged citizen Fair partner Responsible banker Sustainability management Overview Foreword
in addition to Bosnian. An additional feature of the ATM keyboards are embossed numbers and a headphone
jack for easier use by the visually and hearing impaired. Product and service information are also available in
Braille for people with visual impairments. For the hearing impaired, an initiative was implemented which
enables web calls to be made with sign language translators to give these customers the option of having all
their questions regarding their banking activities explained to them directly.
In 2017 in Raiffeisenbank (Bulgaria) EAD, additional aluminum ramps were installed to connect two to three
floors. The bank’s website and blog had already been reworked in previous years to improve accessibility for
the blind. Text can be converted into sound using special software.
To advise minorities and customers with other native languages, Raiffeisen Bank Kosovo J.S.C. has made
multilingual product brochures, ATMs, websites and e-banking tools available. The employees can communicate
in Albanian, Serbian and English.
For a number of years, Raiffeisenbank Austria d.d. in Croatia has issued rules for the provision of barrier-free
access at the branches and ATM locations.
Eastern Europe (EE)
Structural changes at Priorbank JSC in Belarus has enabled barrier-free access to the ATMs for people with
physical disabilities. Keyboards equipped with Braille lettering, voice navigation and English as a navigation
language are available.
In Russia, AO Raiffeisenbank worked with the Russian Society for People with Disabilities to implement an
initiative to make barrier-free access to banking services available to vulnerable sections of the population
through a call center. A further initiative aims to make the premises of the bank accessible barrier-free. For new
buildings and cases in which it is technically feasible, in the “full version” ramps or lifting platforms are used.
The planned certification by the Society for People with Disabilities is now scheduled for 2018. An online
training program to assist disabled persons in the branches was launched in June 2017. The website is currently
being updated with functions for the visually impaired.
Raiffeisen Bank Aval JSC in Ukraine offers customer-friendly internet banking, including a mobile version with
numerous services that are also accessible to disadvantaged people. Modifications for the visually impaired
are currently in progress. A multilingual website and product information are largely available and the number
of multilingual customer advisers is continuously increasing.